SAP Knowledge Base Article - Public

2339162 - BizX Analytics and Reporting - Customer and Partner support Help request

Symptom

  • Customer and Partner Support and Help request
  • What to include in an incident
  • What should I check before opening an incident.

Resolution

Please select the following categorie: Customer Support Partner Support  helprequest.pngCustomer Support

If you have a contract with a Partner, simply contact your Partner directly and they will help you. You can also review their requirement (See Partner Section).

For SAP support Customers, you can contact your SAP support via the following channels:

Schedule An Expert

Schedule an Expert offers a new way to connect with an SAP Support engineer in a live, one-on-one 30-minute call. The scheduled appointments require a 3-day notice to allow engineers to prepare for the session. Tell us your question and the product area that you want to discuss. We'll find an available expert to assist you at a time of your choice.

SAP Knowledge Base Article 2482688 details everything you need to get started with Schedule an Expert.

Expert Chat

SAP now offers technical support with Expert Chat. To access Expert Chat, simply begin the process of submitting an incident. If Expert Chat is available for the component you have chosen, you will see the ‘Start Expert Chat’ button next to the 'Submit' button in your incident form. The details you’ve entered will be passed through to the support expert.

SAP Knowledge Base Article 2213344 describes the process in detail with a video.

Creating Support Incidents (via the Launchpad : Direct link)

  1. Search for a Solution
  2. Bottom left you should see the icon called "Contact SAP Support".
  3. Create your incident using the Product : HCM Analytics,Adhoc Reporting,Designer.
  4. Priority High and Very high should be provided with a business impact. "How to question" should be considered with "Low" priority unless a business impact  is provided in the incident.

How to choose the Incident Priority: 2155224 - Incident prioritization for “ BizX Reporting and Analytics / WFA/WPA “

How to Enable a Support User:  2088892 - Support Access: How to Grant Support Access to SuccessFactors Support Staff - Platform

Additionnal information details when open a incident:
When creating a Support Incident, there are some considerations you need to take when defining the Priority of the incident, such as -:

  •  Is my customer live or going live in the next couple or weeks or months?
  • What stage of the Implementation is currently being impacted?
  • How many users are actually impacted?
  • Is there a work-around that can be used in the interim to circumvent the issue and continue the Implementation until a permanent solution can be provided?
  • Have I performed due diligence and checked my configuration and/or data to ensure the issue is not caused by something my or I have recently done?
  • When did the issue start occurring? (After latest config change roll-out, product release, product patch)

Interim work-arounds
We always prefer to try and keep you working until a permanent solution is available.

Product Defect Fixes & Patch

SAP SuccessFactors is a multi-tenant system, so it is impossible to patch a fix to a single instance. As all instance are running on the same code-base, when a patch is deployed it is deployed to the data centers on the impacted release which means all customers get the patch/fix at the same time. Patch deployments are always performed during the weekly maintenance window at the end of the working week (starting early on a Saturday morning usually). How does a Defect Fix process work? Well, development will need to -:

  • Identify what type of issue it is (Regression, Functional Gap, Enhancement) 
    If it is a regression issue, then Development will work to reproduce the issue in the current build they are developing (the next release).
  • Develop the code fix for the next release and verify it causes no further issues.
  • Determine whether the fix can be patched to the current release or whether it requires deep regression testing to ensure no further defects are introduced, meaning it will be fixed only in the next release.
  • If the fix can be patched to current release, the patch will also have to pass Risk Assessment and QA Testing to ensure it can be safely aplied.
  • Patches will get their final go/no-go approval by the end of day Tuesday every week.

What if the fix cannot be patched?
Then you will need to wait for the release where it is fixed.

Can any defect be patched?
No. Development Engineering will determine the risk and impact a patch would have, or whether a patch is not possible as a more comprehensive fix is required

What about patching Enhancement Requests?
We do not patch Enhancement Requests - as they require deep regression testing, they will only be deployed during a quarterly release - this is across the board, and no exceptions

What is a Functional Gap?
This means that what you are trying to do, is not currently support by the application. Meaning the code would need to be developed to handle whatever it is you are trying to do - this would also fall under an Enhancement Request, as the behaviour/functionality never existed, and needs to be created. FunctionGap fixes are treated as Enhancement Requests, therefore they will not be considered for patch either.

Configuration Changes
Please note that SucessFactors Product Support generally do not make configuration changes for customers or partners. There are only a few items in which Product Support will help make certain minor changes for Live customers, as a majority of general configuration changes can be made by a system admin.

Enhancement Requests
Please do not open a Support Incident if you have identified functional requirements or potential enhancement possibilities for SuccessFactors Learning Management System. Please follow the below article to understand how to correctly submit an Idea to our Product Management team for review and consideration.

How to create an Enhancement Request for Analytics:   2281764 - How to submit an Enhancement Request for SAP SuccessFactors Reporting and Analytics?

 helprequest.pngPartner SupportPartners have many options for support. Please review the following options before opening a support case.

  • General Resources: See the SCN content One Stop Shop for Partners
  • Your Own Resources: Leverage Senior Internal resources within your respective organizations as the first line of support.
  • Guides: Re-visit the implementation guides and product documentation for the product to be sure it’s not already covered there. The guides are updated regularly after each release, and can be found on http://help.sap.com/cloud4hr
  • Existing KBA's for your topic: See KBA 2315132 - Reporting and Analytics Partner Support overview - make sure to search for KBA's before opening an incident.

Creating an Incident

Pre-requisites:

  • Customer needs to create an S-User for you against their SF system. If required to open an incident, do so with this newly created S-User ID.
  • If you are a trained certified partner, then you may open a support case via the regular Client Support Portal. 
    Please note that Customer Support and PS Partner Support teams deliver support only to trained partner resources. This means you must first have attended a Mastery Training and/or Certification in the product pillar to be able to log cases with support.
  • If you have not yet been certified you may seek help from another trained/certified resource in your organization or contact Successfactors Professional Services for a paid service.

In order to have support assist you right from the start with the correct level of attention, please provide as much of the following information as possible.

A. GENERIC INFORMATION :
(If you are a customer only provide information for point 1)

  1. System/Tenant information:
    • Customer Name:
    • Company ID/Data Center:
    • (Support) Username and Username used to replicate issue (if different):
    • Timestamp:
      Collect the timestamp just before you start replicating the issue.
      This will be used in case we need to check server logs as it has information about your session (which server your session was on, time and date of the session, etc..)
      See KBA 2284865 - Time Stamp Explained in case you need help locating the timestamp.
    • URL:

  2. Do you have a Statement of Work (SOW) signed with our Professional Services?
  3. Is the customer already LIVE?
  4. If yes, when did the customer go live with this functionality?
  5. Was the functionality ever functioning earlier? In which environment?
  6. If you are submitting the ticket under your customer’s account, please provide:
    • Your complete name and contact details:
    • Your (partner) company name:
    • Country:

Additionnal information details when open a incident:
When creating a Support Incident, there are some considerations you need to take when defining the Priority of the incident, such as -:

  •  Is my customer live or going live in the next couple or weeks or months?
  • What stage of the Implementation is currently being impacted?
  • How many users are actually impacted?
  • Is there a work-around that can be used in the interim to circumvent the issue and continue the Implementation until a permanent solution can be provided?
  • Have I performed due diligence and checked my configuration and/or data to ensure the issue is not caused by something my or I have recently done?
  • When did the issue start occurring? (After latest config change roll-out, product release, product patch)

B. BUSINESS IMPACT:

We need this information if you are opening a Very High or High incident. 
This is to help us prioritise in Support as well as communicate the relevant information to our Engineering teams if they need to be engaged.

For details on business impact and other important incident handling guidelines, see 
KBA 2287393 - SAP Successfactors - information on support processes and case handling guidelines 

For details on incident priority for Analytics and Reportings incidents, see 2155224 - Incident prioritization for “ BizX Reporting and Analytics / WFA/WPA “

How to Enable a Support User: 2179904 - How to enable Support Access in SuccessFactors system?

C. TECHNICAL INFORMATION:

  1. Issue: Describe what the problem is in a few sentences.
    Example: In admin tools we get an error message if we click into company settings.

  2. Expected behaviour: Instead of running into your issue, what would be the expected behaviour from your point of view ?
    Example: Instead of getting an error message we expect to see the company settings section.

  3. Replication Steps: Provide detailed steps to replicate the issue. Please provide accompanying screenshots showing what you are doing as well.
    Make sure all screenshots are uncropped, meaning they show the full browser page including the address bar.
    Example:
    Step 1. Log into the instance with user TestUser
    Step 2. Proxy as user IssueUser
    Step 3. Navigate to admin tools
    Step 4. Click on company settings
    Step 5. The error is displayed.

D. TROUBLESHOOTING ALREADY PERFORMED:

As part of your intial checks you may have already tested a few solutions based on existing KBA, as well as the tips & tricks articles from Support.
lease make sure to document this so that we do not ask you to test something you already checked.

Example:
- Tested accessing with several other users (Users A, B, and C) but we could not replicate. Issue is only with IssueUser
- Made user IssueUser inactive and reactivated them, but issue still persists.
- Searched for KBA's but no solutions found.

E. ATTACHMENTS:

List any attachments that you are providing us and a small description on what each attachment is.

Example:
- Timestamp attached see timestamp.jpg
- Replication steps documented and attached see replication.docx
- HTTPWatch trace recorded see Issue.hwl
- etc..

Keywords

KBA , LOD-SF-ANA , Analytics & Reporting (Ad Hoc, ORD) , LOD-SF-WFA , Workforce Analytics & Planning , Problem

Product

SAP SuccessFactors HCM Core all versions